Sr eCommerce Support Spec en Tower Federal Credit Union

The Senior eCommerce Support Specialist is a lead position that supports the Manager, Member Service Center in effectively directing, prioritizing, overseeing, and coordinating the daily work activities of the eCommerce team. The Senior eCommerce Support Specialist is responsible for managing key software vendor relationships, in conjunction with the Manager, Member Service Center, for electronic products and services.

The incumbent oversees the cross-selling efforts among the eCommerce team including coaching staff on cross-selling all types of share and loan products and services through the eCommerce channel in compliance with state and federal regulations and Tower policies and procedures

The Senior eCommerce Support Specialist assists with the research, development, execution and maintenance of electronic products and services, as well as, acts in a lead role to include handling member/employee complaints, questions or problems.

Coordinates, prioritizes, and oversees, in conjunction with the Manager, Member Service Center, the daily workflow of the eCommerce unit, responding to member inquiries through or related to the electronic channel.  Oversees timely and effective service to members by eCommerce Support Specialists surrounding member assistance with electronic services and web site applications to include operational and technical support. Provides accurate, timely written communication in response to member’s emails regarding Tower’s website, Home Banking, Bill Payment, mobile banking, mobile deposit, funds transfer, online and mobile debit rewards and other electronic products and services.

Maintains high level of expertise with financial services software, Internet applications and various operating systems and browsers with different internet devices (PCs, tablets, and mobile phones) in order to resolve more complex member and operational issues and to assist the staff in troubleshooting difficulties members are having in utilizing all of our electronic services. Assist internal departments, including IS Operations/Help Desk, in troubleshooting issues with third party electronic products and services. Keeps abreast of technological developments and advances that impact Tower’s internal operations, member services, and product delivery channels.  Coaches staff on the functioning of these software programs, devices, and Internet browsers and on how to troubleshoot various compatibility issues members are experiencing.

Acts in a lead role to include handling member/employee complaints, questions or problems.  Analyzes member inquiries and summarizes findings to proactively communicate or report any technology issues to Manager, Member Service Center and third party vendors to help minimize impact to additional members. Prepares statistical summaries, special reports and queries to include the gathering, summarizing, reporting of pertinent information as needed.  Proactively communicates with and assists branch staff and Member Service center staff to provide electronic product and service expertise.  Assist with demos, capturing screenshots, or troubleshoot questions or issues related to online and mobile products and services. 

Serves as the lead eCommerce resource for identifying and resolving more complex operational and member issues related to Tower’s electronic products and services.  Services, tests, and maintains electronic service applications to ensure accuracy, security and appropriate resolution of member and operational problems through research and communications with third party vendors.  Acts as liaison between members, Information Systems, our website provider, bill payment processor and any other vendor dealing with Tower’s online and mobile products and services to provide members with timely and effective service.  Proactively monitor mobile app store reviews by Tower members and research any less favorable reviews to understand potential technological issues to assist members. 

Manages, monitors, updates, tracks and provides documentation of incident tickets to Digital Banking Vendor regarding member or branch issues with electronic products and services.  Evaluate and summarize critical details regarding member experiences to third party vendor and assist with troubleshooting.   Monitor progress of tickets with vendor and use judgment to determine severity of issue as well as broader member impact.  Keeps the Manager, Member Service Center abreast of all progress of incident tickets.

Acts as primary contact for all potential, new and existing members by cross-selling and explaining credit union products and services to effectively meet their needs and the goals of the credit union. Interviews members to assess financial needs and recommends appropriate products and services to effectively meet those needs. Reviews features and benefits for product/service and handles any objections/questions and conducts necessary follow-up or referral to appropriate department or CUSO. Cross-sells products and services through effective use of sales skills and extensive product and service knowledge.​ Initiates telephone contact, as appropriate, to new and existing members to enhance the relationship ensure satisfaction and cross-sell additional products. Provides guidance to members in selection of appropriate savings, IRA and loan products and assists with completion of forms, using this as a tool to identify any additional cross-selling opportunities. Also provides coaching to eCommerce unit in reaching cross-sell goals.

Opens new accounts and maintain accurate information related to member’s accounts including posting monetary transactions to protect the assets of Tower and its members. Maintains accurate information related to member’s accounts, including posting any monetary transactions, as needed. Also responsible for the security of negotiable instruments to protect Tower assets. Researches and resolves account problems and discrepancies to include error resolutions, and fraud/ACH affidavits. Makes necessary corrections and resolutions, as appropriate.  Reviews Mobile Deposit applications through third party vendor website and processes applications following the Mobile Deposit procedures.  Performs administrative duties for eCommerce systems to include new user setup, maintenance of security requirements and procedures. 

Manages vendor relationship, in conjunction with Manager, Member Serviced Center, for key electronic products and services.  Recommends improvements based upon product testing, member feedback, analytical conclusions, and understanding of the business. Effectively partner with product and design teams at third party vendor to enhance electronic products and services based upon member and employee feedback.  Serve as secondary contact with Tower’s online and mobile product third party vendor for product issues and future product delivery possibilities.  Plans, manages, researches, evaluates and co-leads key projects, in conjunction with Member Service Center Manager, with organization wide impact to successful conclusion through effective planning, leadership, organization, and control of all relevant activities.

Conducts and/or participates in ongoing audits and quality assurance within assigned job function, and within eCommerce unit, to ensure system compliance and documentation integrity. Ensures proper identification and eligibility requirements in compliance with credit union policy and procedures and follows established security measures to guarantee the confidentiality of our membership.

Performs and documents testing or software upgrades and new implementations; serves as a project team participant in functional areas of knowledge. Troubleshoots technological issues from members related to our web site applications including computer, internet, browser, online and mobile banking, and bill payment issues to provide timely resolutions to members. Tests integrity and consistency for information provided by any third party vendors related to online, mobile, or electronic systems after the installation of new software releases.

Handles complex questions, reconstructs accounts, researches problems, files claims on behalf of the members and communicates solution to members/employees. Performs file maintenance and responds to member’s account inquiries and requests on all account types to include check orders, account distributions, stop payments, /Debit card requests, address changes and account ownership maintenance or issues. Activates debit cards, releases debit card holds, resets Tower Talk 24 and/or Home Banking PINs as outlined by the eCommerce procedures.

Processes wire transfer requests received within Digital Banking to ensure that expanded identification procedures are followed.

Completes all required credit union compliance and product knowledge training. Ensures compliance with all Tower policies and procedures and Federal and State regulatory statutes in executing all job duties to include providing appropriate verbal and written disclosure of rates and fees for all account and loan types.

Evaluates candidates for eCommerce Support Specialist position and provides feedback for performance evaluations, rewards and recognition as needed.  Provides instruction and coaching in one-on-one or group situations with employees to assist in developing staff. Also schedules staff to assure adequate coverage to support the efficient operations of the eCommerce unit to include coverage for extended hours and weekends.

AA ’s degree plus 4 years of related experience or 6 years of related experience with at least 1 year in a member contact (customer service) job.

Minimum 3 years of experience with a financial institution with specialized training in electronic services such as online and mobile banking, and bill payment are required.​

Minimum 2 years team lead experience

Must possess a high level of understanding of mobile, including devices, technologies and applications and must have in-depth knowledge and experience with various computer software applications including different internet browsers, operating systems, and mobile applications.​

Must be capable and comfortable working on multiple concurrent projects. Strong analytical, organizational, and planning skills required.

Familiarity with Automated Call Distribution Systems to include accessing recording and reporting functionality

Requires advanced human relations skills, a broad scope of knowledge about electronic services, products, account services, regulations and the overall functions and procedures of the operational departments within Tower Federal Credit Union.

High level of proficiency in operating PC in Microsoft Windows environment, high degree of familiarity with PC applications (Word, Excel).

High level of proficiency in operating PC in an Internet environment and to assist others with such operation.

Ability to apply concepts of percentages, ratios and proportions to practical situations and to reconciled and balance transaction records.

Ability to become proficient in the front end and back end operations of web site applications such as Home Banking and Bill Payment.

Ability to read, analyze and interpret procedure manuals (operational or technical)

Ability to write routine reports, internal and external communications

Ability to interact effectively with technical and non-technical users at all organizational levels

Ability to provide explanation or instruction in one-on-one situations either in person or over the telephone, concerning operational and technical issues.

Ability to write effective, concise, complete correspondence to Tower members on a daily basis

Ability to prioritize diverse job assignments and meet established deadlines

Ability to complete tasks with a high degree of accuracy and attention to detail

Ability to handle a multitude of tasks in a high stress call center environment

Able to arrive at work routinely and promptly

Ability to define problems, collect data, establish facts and draw valid conclusions

Ability to accurately assess credit information for loan decisions

Ability to focus on detail and verify accuracy of numbers and text

Ability to interpret a variety of technical instructions in written, mathematical or diagram form

Ability to troubleshoot and resolve member issues/problems related to Internet based website applications.

Ability to solve problems with many concrete variables in a variety of situations

Ability to respond to sensitive inquiries and complaints in a timely, effective manner.

Ability to maintain sensitive and confidential information

Ability to provide constructive feedback to members concerning loan applications.

Ability to determine needs and sell solutions to others

Has knowledge of and adheres to credit union policies and procedures and all regulations related to the bank Secrecy Act, the USA Patriot Act and OFAC.

Ability to work the hours needed which may extend beyond the defined work schedule when operating conditions dictate.

Ability to lift up to 15 lbs, with or without assistance, in compliance with ADA.